Senior Escalations Programs Lead

Uber; New York (NY); On-site; USD 131,000 - 146,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Benefits

Job summary

Uber is seeking a Program Manager for Global Escalations to define, scope, and lead high-impact initiatives that improve how we support complex customer issues globally. You will incubate new programs, build scalable processes, and partner with Ops, Product, Eng, and vendor teams to drive completion and measurable improvements.

The role requires 3–7 years in program management, strong data insight abilities, and a collaborative, ambiguity-tolerant mindset to deliver customer-focused outcomes.

Qualifications

• 3-7 years of prior work experience in program management or a related field (e.g., consulting, operations, etc.).
• Ability to derive insights from data and use data to inform decisions.
• Bachelor's degree required.

Responsibilities

• Use Escalations data & stakeholder feedback to identify top areas to address for the improvement & expansion of high quality escalations experiences.
• Define and scope projects, with charters that include well-written problem statements, clear and executable timelines, and quantifiable goals and baseline data.
• Define and drive escalations processes that allow for customer intervention at the earliest moment to reduce customer effort and improve customer experience.
• Partner with stakeholders across Community Operations, Product, and other relevant partners to deliver high quality performance on net new programs & tech.
• Be comfortable with ambiguity, lead through influence, and partner with business teams, Eng, Product, Quality, Field Operations, and Vendor Management, to drive decisions and projects to completion.
• Ensure people, processes, and technology work together to deliver outstanding customer experiences and rebuild trust with our customers.
• Own metrics and communicate key program outcomes and insights to key stakeholders and leadership.

Skills

Data analysis

Project management

Stakeholder management

Communication

Education

Bachelor's degree

Tools

Excel

Job description

Uber is seeking a Program Manager for Global Escalations to define, scope, and lead high-impact initiatives that improve how we support complex customer issues globally. You will incubate new programs, build scalable processes, and partner with Ops, Product, Eng, and vendor teams to drive completion and measurable improvements.

The role requires 3–7 years in program management, strong data insight abilities, and a collaborative, ambiguity-tolerant mindset to deliver customer-focused outcomes.